Service Desk Automation Analyst

The Service Desk Automation Analyst position is responsible for streamlining service desk operations by standardizing ServiceNow categorization to identify opportunities for automation, frequent reporting, knowledge management, creating a continuous feedback loop and implementing solutions to improve efficiency. This role will also involve developing training materials and delivery for employees, and assisting in communications from IT.

Position may be based at any of TEGNA's stations.

Responsibilities:

Gather and report operational metrics, update classifications, case management, process and workflow mapping.

Manage Knowledgebase: creating, updating, engaging app owners on knowledge.

Surface areas for workflow automation and process improvement, track and measure success.

Manage implementation of new solutions and ongoing support to create ServiceDesk efficiency.

Handle creation and curation of support materials from vendors, application owners, and other resources for training and documentation.

Maintain quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends and recommending system improvements.

Maintain key contacts, vendor contacts, escalation list in ServiceNow.

Own user experience er of employee alerts and outages, internal weekly tech articles, and other relevant communications. -

React to changes positively, handle other essential tasks as assigned, and productively challenge the status quo as appropriate.

Requirements:

Bachelor’s degree in Computer Science, Information Technology, or related field. Equivalent work experience may be substituted.

1-3 years of technical support experience.

Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are preferred.

Demonstrated knowledge and experience of service desk concepts and toolsets including ITIL, knowledge management, and ServiceNow.

Excellent communication skills.

Demonstrated experience influencing horizontally.

PowerBi, report creation, and dashboarding a plus.

As a member of a service organization, ability to effectively communicate technical topics to various levels of internal customers and outside business partners.

Ability to think analytically and solve problems creatively.

Pay Range

$55,000—$80,000 USD

Benefits:

TEGNA offers comprehensive benefits designed to safeguard the physical, mental and financial health of our employees and their families. TEGNA offers two medical plan options for full and part-time employees through Blue Cross Blue Shield of Texas, as well as access to dental and eye care coverage; fertility, surrogacy and adoption assistance; disability and life insurance.

Our 401(k) program offers full, part-time and temporary employees the opportunity to contribute 1% - 80% of their pay on a pre-tax basis to TEGNA’s 401(k). Contributions made up to the first 4% of pay are eligible for a 100% match from the company and are 100% vested from day one.

Regardless of participation in TEGNA medical plans, ALL employees receive nine free virtual doctor’s appointments with a physician through Teladoc, and 12 annual therapy sessions with a licensed clinician for themselves and each of their family members through Spring Health.

TEGNA’s Paid Time Off (PTO) program begins with 15 days of PTO for full-time employees, and nine paid holidays.

About TEGNA

TEGNA Inc. (NYSE: TGNA) is an innovative media company that serves the greater good of our communities. Across platforms, TEGNA tells empowering stories, conducts impactful investigations and delivers innovative marketing solutions. With 64 television stations in 51 U.S. markets, TEGNA is the largest owner of top 4 network affiliates in the top 25 markets among independent station groups, reaching approximately 39 percent of all television households nationwide. TEGNA also owns leading multicast networks True Crime Network and Quest. TEGNA Marketing Solutions (TMS) offers innovative solutions to help businesses reach consumers across television, digital and over-the-top (OTT) platforms, including Premion, TEGNA’s OTT advertising service. For more information, visit

EEO statement:

TEGNA Inc. is a proud equal opportunity employer. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. We value and consider applications from all qualified candidates without regard to actual or perceived race, color, religion, national origin, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law. TEGNA will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email

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